Bilingual Customer Support Specialist

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🔥 0 minutes ago

🐻 Alaska, California, +9 more states – Remote

🐻 Alaska – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🌽 Illinois – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $43.4k - $58.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

Enterprise • Transport • Security

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

📋 Description

• Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services. • Provide guidance and mentorship to CSS II team members to enhance team performance and efficiency. • Demonstrate advanced proficiency in multi-channel servicing, including handling complex cases via phone, email, chat, and other channels with exceptional communication and problem-solving skills. • Manage and prioritize a high-volume workload, including escalations and urgent customer requests, ensuring timely and accurate resolution. • Lead or participate in cross-functional initiatives aimed at improving customer experience, driving efficiency, and scaling support processes. • Identify and analyze customer trends and issues to provide actionable insights to management and other stakeholders. • Proactively improve customer support processes and contribute to the development of best practices and training materials for the team. • Deliver exceptional customer service throughout the service cycle, ensuring customer satisfaction and retention. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

🎯 Requirements

• 3+ years of experience in a customer-facing role within a contact center environment • Full bilingual proficiency (English/Spanish) is a must • Expertise in handling service requests in billing, RMA, cancellations, renewals, or customer success management or specialist roles • Proven ability to independently resolve challenging customer issues with a high degree of accuracy and professionalism • Exceptional communication and interpersonal skills to effectively engage with a diverse customer base and internal teams • Demonstrated ability to prioritize and manage a dynamic workload, including escalations, high-priority cases, and projects • Experience managing 30+ cases per day across multiple channels (phone, chat, email), with consistent delivery of high-quality service • Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud, with advanced troubleshooting and documentation skills • Technical aptitude with macOS and related systems, along with the ability to quickly learn and adapt to new tools and technologies • Availability to work flexible hours (morning, night, and/or weekends) as assigned, based on the needs of the business.

🏖️ Benefits

• Flexible, employee-led remote model • Professional development stipend • Comprehensive health and parental leave plans • Performance-based bonus/variable pay • Equity options for eligible roles